WhatsApp Calling (voice call) allows a chatbot to receive or request a voice call through WhatsApp during a conversation with a customer. This feature makes it possible to create journeys where the user starts a conversation through messages and, when necessary, is directed to a voice call directly in the WhatsApp application.
How WhatsApp Calling works
WhatsApp Calling works as an action available within the chatbot journey, allowing you to:
Receive voice calls from customers through the WhatsApp channel;
Request that the customer starts a call by sending a compatible WhatsApp button or action;
Transfer the conversation from text to voice when a specific condition is met;
Integrate voice support with automated flows and AI.
This feature depends on WhatsApp Calling being available for the connected phone number and on the channel configuration within the platform.
Activation methods
In the chatbot, WhatsApp Calling can be activated in three main ways:
Through a flow chatbot (Flow Builder), when the journey logic defines the moment to offer or start the call;
Through Generative AI, when an AI agent identifies the need for voice communication and activates it automatically;
Through NLU (Natural Language Understanding), when a specific user intent triggers the call action.
Each approach is designed for a different scenario, and all of them can be used together in the same operation.
1. Activation through a flow chatbot
This is the most direct and controlled way to use WhatsApp Calling.
When to use it
The customer requests to speak with an agent;
Voice verification is required;
The process requires human support;
The flow reaches a specific step.
How it works
Inside Flow Builder, the bot follows its normal messaging journey. At a specific point, the Enable voice call (WhatsApp Calling) action is used. The customer receives the option to start a voice call through WhatsApp.
Example flow
Customer → Bot: I want to speak with a specialist.
Bot: I can connect you through a WhatsApp voice call.
Bot executes: Enable voice call
Customer starts the WhatsApp voice call.
Configuration
The step-by-step process for adding the voice call action to a flow chatbot is available in the article Adding content in the chatbot builder.
Advantages
Full control of the customer journey;
Easy maintenance;
No AI or NLU required;
Ideal for deterministic flows.
2. Activation through Generative AI
Generative AI allows an AI agent to decide when to offer or start a voice call.
When to use it
Recommended for conversational AI operations, such as:
Complex issues;
Technical support;
Consultative sales;
Customer retention;
Cases where text communication is no longer efficient.
How it works
The user talks normally with the AI agent. The AI analyzes the conversation context. When it identifies an appropriate scenario, it executes the WhatsApp Calling action.
Example
Customer: I can’t configure my equipment.
AI: I understand. This type of setup is usually solved faster by voice. I can start a WhatsApp voice call.
AI activates WhatsApp Calling.
Customer starts the WhatsApp voice call.
Configuration
The configuration for transferring conversations between Generative AI agents and flow chatbots, including scenarios where voice calling is offered during the transition, is described in the article Transfer conversations from a Generative AI Chatbot to a Flow Chatbot and between AI agents.
Advantages
More natural experience;
Less effort to configure flows;
Context-based decision making;
Better resolution for complex cases.
3. Activation through NLU
NLU allows WhatsApp Calling to be triggered when a specific user intent is recognized.
When to use it
Ideal when the customer explicitly asks for voice communication.
Examples:
I want to call;
Call me;
Can I speak by phone?;
I need to talk to someone;
I want voice support.
How it works
The user sends a message. NLU identifies an intent, for example:
Request_Call
This intent executes the WhatsApp Calling action.
Example
Customer: I want to speak by phone.
NLU identifies: Intent: Request_Call
Bot: Sure. I’ll make a WhatsApp voice call available for you.
Bot executes WhatsApp Calling.
Recommended structure
Intent: Request_Call
Utterances:
I want to call;
Call me;
I want to speak by voice;
I want phone support;
Can I talk through a call?;
I need to speak with an agent now.
Action: Enable voice call.
Configuration
The detailed procedure for enabling and using voice calls through NLU intents is available in the article WhatsApp voice call authorization in NLU - WhatsApp Calling.
Advantages
Immediate response to the user’s request;
Easy integration with existing NLU-based bots;
Less need for flow rules.